Patient Experience WeekPip Brennan, Executive DirectorHealth Consumers Council of WA

(HCC)#HCCPXW

Program – What to Expect

LAUNCH – FORMALITIES – 9.45-10.45Welcome to Country – Olman Walley

Welcome to the Event – Pip Brennan, Executive Director of the Health Consumers’ Council A Word from our Sponsors – Empower ICT and IlluminanceDirector General, WA HealthDr Karen Luxford – Clinical Excellence Commission – By SkypeJason A Wolf – Beryl Institute President – By ZoomNetworking – morning tea – 10.45-11am - LobbyTwo Sides to the Patient Experience – Agents Improvocateurs

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Launch

Program – What to Expect

DAY 1 – THURSDAY 28TH APRIL DAY 2 – FRIDAY 29TH APRILLaunch Aboriginal Perspectives on Patient

Experience Panel DiscussionAgent Improvocateurs – Two Sides to the Patient Experience

Kate Ryder – An Insiders Guide to Getting the Best out of the Health System. Meet the Author, Book Signings

Organisational Approaches to PXW – Lunch box Session Workshop

Involving Consumers in Organisational Governance – Lunch box Session Workshop

Partnering with Consumers Workshop

Measuring the Patient Experience Panel Discussion

HCC CONSUMER EXCELLENCE AWARDS

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Program – What to Expect

Why Patient Experience Week?

#HCCPXW

Each year, the Health Consumers’ Council (HCC) runs its Consumer Excellence Awards. Why not shift this from Christmas Morning Tea to Patient

Experience Week? So we did.

Why Patient Experience Week?

Patient Experience

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Patient Experience has its roots in the Patient Safety movement. It recognises that there are layers to Patient Experience. It is not merely the clinical safety of the care received in a hospital or health service, but it is also how the patient’s own priorities are identified and factored into care. Instead of care by checklist, the open-ended questions of “what’s important to you?” needs to be asked, to inform the care around the patient’s needs and priorities.

Patient Experience

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Respect for Patient’s

Preferences

Coordination and Continuity

of CareEmotional Support

Physical Comfort

Access to Care

InformationCommunicatio

nEducation

P A T I E N T S A F E T Y

HCC and the Patient Experience

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HCC has three main services:1. Individual Advocacy2. Aboriginal Advocacy3. Consumer and Community Engagement

All of our services feed systemic advocacy, that is, providing big picture feedback informed by everyday situations and people’s patient experiences.http://www.hconc.org.au/services/

HCC and the Patient Experience

Individual Advocacy

Aboriginal Advocacy

Consumer and

Community Engagemen

tS Y S T E M I C A D V O C A C Y

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HCC and the Patient Experience

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HCC is renewing and refreshing our consumer representative training programs so that there is now an introductory and an advanced training program.

This recognises the consumer representative journey. We start as people having a health system experience and become skilled representatives that can “code switch” between service constraints and the consumer perspective

http://www.hconc.org.au/services/consumer-community-engagement-program/

Cons

umer

Ad

voca

teConsumer – recency of experience

Introductory Training

Cons

umer

Re

pres

enta

tive Experience

plus knowledge of health sectorAdvanced Training#HCCPXW

Updated Training for Consumers

Support for the health sector

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HCC’s consumer training sits alongside health sector training. Providers need to be supported in working in new ways with health consumers, including working with culturally diverse consumers, and Aboriginal communities.A diverse, well-resourced consumer community helps drive the reform and culture change required to have a patient-centred health care system.

http://www.hconc.org.au/services/consumer-community-engagement-program/

Consumer and Community Engagement

Support for Consumers to be part

of health system reform

Training in how to be a consumer representative

Placing on committees

Feeding systemic issues back and forth between HCC advocacy, health service issues

Mentoring, networking, ongoing professional development

Support for service providers

Training on how to engage with consumers and communities in governance

Specialist training on working with CaLD and Aboriginal consumers and communities

Creation of a pool of well-resourced consumer representatives

Finding of suitable consumer representatives

#HCCPXW

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WA’s Clinical Senate Debate in December 2015 was entitled “The Patient will see you now – Thinking beyond accreditation to focus on the patient experience”. For the first time for some years, HCC was a co-sponsor for the Clinical Senate Debate and presented on the Journey to Partnership. Four Recommendations were Endorsed, which gives WA Health a mandate to implement them.http://ww2.health.wa.gov.au/~/media/Files/Corporate/general%20documents/Clinical%20Senate/PDF/final-report-dec-2015.ashx

December 2015 Clinical Senate Debate – Patient Journey

December 2015 Clinical Senate Debate – HCC PresentationA key message was the importance for services to transition from seeing the National Safety and Quality in Health Service Standard 2 – Partnering with Consumers as purely a compliance mechanism. Rather, Standard Two needs to become “what we do.” http://ww2.health.wa.gov.au/~/media/Files/Corporate/general%20documents/Clinical%20Senate/PPT/P%20Brennan%20Dec%202015.ashx

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In Partnership…

Standard 2

Patient Centred

Care

Core Culture (It’s

what we do)

Outcomes of December 2015 Clinical Senate DebateFour Recommendations generated from the Clinical Senate Debate were Endorsed by the Director General of WA Health, which gives them a mandate to implement them. The next four slides list them in full, and the website has details of all presentations and other Recommendations not endorsed.http://ww2.health.wa.gov.au/~/media/Files/Corporate/general%20documents/Clinical%20Senate/PDF/final-report-dec-2015.ashx

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WA Health should introduce a system-wide, consistently branded ‘Patient First’ program that drives the patient experience agenda and under which all key patient experience improvement programs are measured, with results publically available.

Endorsed Clinical Senate Recommendation

Endorsed Recommendation

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In consultation with consumer and carer peak bodies: •A statewide definition of a great patient experience is developed that incorporates a value-based, patient-centered approach. WA Health, as system manager, is to ensure this is adopted by the whole of Health. •Patient experience tools are developed or selected for use that reflect the indicators that matter to patients.

Endorsed Recommendation

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The Senate recommends that a consumer is appointed as a member of State Health Executive Forum (or its equivalent post legislative amendments to create Health Service boards).

Endorsed Recommendation

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The Senate recommends Chief Executive Officers visibly and actively lead consumer partnership programs and have related Key Performance Indicators (KPIs) in their performance agreement with their boards.

Happy Patient Experience Week!Questions?

www.hconc.org.au

(08) 9221 3422

pip.brennan@hconc.org.au